Example: Link the similar major case to the current case

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  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Example: Link the similar major case to the current case

    This content explains how process analysts or business owners in ServiceNow can configure a recommended action of typeguidanceto propose and link a similar major case to a current case. Using aSimilarity with Trendresource generator, the system recommends major cases that share common trends with the current customer case. This capability helps agents quickly identify relevant major cases to improve issue resolution, root cause analysis, and corrective actions.

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    Problem Scenario

    In the example, Isabella’s e-commerce business grows, making effective customer issue management critical. Daniel, a process analyst, identifies frequent major issues such as missing or wrong items, damaged products, refund requests, billing errors, discount code problems, and difficulties in customer support. He creates major cases for these issues to allow new customer cases to be linked automatically to similar major cases. Linking cases enables the team to spot patterns, address root causes, and apply proven solutions efficiently.

    Configuration Steps

    • Configure a subflow: Automate linking a recommended major case to the current case with a single action button, streamlining agent workflow.
    • Set up a resource generator: Use a Similarity with Trend type resource generator to identify and suggest major cases related to the current case based on trending similarities.
    • Create a guidance: Develop a guidance recommendation that inputs case context, previews the experience, and offers an action to link the similar major case.
    • Create a rule: Define a rule from the Case context record to trigger recommendations for active cases meeting specific conditions.
    • Create a recommendation: Establish a recommendation using guidance as the action type to enable agents to link major cases easily.

    Benefits for ServiceNow Customers

    By implementing this configuration, ServiceNow customers can enhance case management efficiency, promote knowledge reuse, and improve customer service outcomes. Agents receive actionable recommendations to link current cases with relevant major cases, enabling faster diagnosis and resolution of recurring issues. This approach supports proactive problem management and continuous improvement in customer support processes.

    Learn how process analysts or business owners configure a recommended action of type guidance to propose a major case that can be linked to the current case. This guidance uses a resource generator of type similarity with trend to recommend the similar case that has a common trend.

    Problem scenario

    Isabella owns a thriving E-commerce business that specializes in selling handmade artisanal products. As the business grows, Isabella recognizes the increasing importance of providing exceptional customer service to maintain customer satisfaction and loyalty. Isabella understands that addressing customer issues effectively and promptly is crucial for the success of the business.

    Daniel, a process analyst on the Isabella's team identifies the most common and critical issues that their customers report and create major cases for them. So that whenever a customer creates a case, it can be linked to the similar major case. This process helps them understand the pattern, identify the root cause, take corrective actions, and apply similar solutions.

    Daniel identifies the following major issues:

    • Missing items in the order
    • Wrong items received
    • Damaged or defective products
    • Refund requests
    • Billing discrepancies or errors
    • Difficulty applying discount codes
    • Difficulty reaching customer support

    Now, Daniel configures a guidance that recommends a similar major case to the agent who is working on a new case created by a customer. The guidance provides an action to the agent to link the recommended major case to the current case.

    Configuring a recommended action for linking the similar major case to the current case

    Help Daniel configure a recommended action of type guidance that uses Similarity with Trend resource generator to link the major case to the current case.

    Task Description
    Configuring a subflow for the guidance action automation Configure a subflow that you can use in a guidance to link the proposed major case to the current case automatically on a click of an action button.
    Configure a resource generator for providing a similar major case to the current case Configure a resource generator of type similarity with trend that provides a similar major case to the current case.
    Create a guidance for linking the similar major case to the current case Create a guidance to link the similar major case to the current case by configuring guidance inputs, preview experience, and guidance action.
    Create a rule from the Case context record Create a rule to show recommendations for active cases that meet the condition specified in this rule.
    Create a recommendation with guidance as an action type Create a recommendation to select the Guidance as an action type for linking a major case to the current case record.